Victoria Visco Email & Phone Number

Altamonte Springs, Florida, United States

• Oversee customer care performance including meeting performance guarantees, hiring staff and on boarding new clients• Leading 200 plus employees to provide exceptional service to internal and external clients• Directed Customer Care through a record increase in volume in quarter one of 2024 while maintaining all client commitments

Phoenix, Arizona, United States

• Supported Chief Customer Officer in all aspects of the business including thought partnership and overall organization• Successfully executed large events including AWS planning session and Vendor Partner Summit• Led team responsible for the Appleton facility and budget • Participated in two diversity trainer sessions in order to be part of the small contingent responsible for the enterprise-wide trainings of Inclusive Teams and Inclusive Conversations

Albuquerque, New Mexico Area

• Chaired joint service center and delivery system committee to drive 80,000 in call reduction along with $250K of savings in 2018• Recognized by CEO and board for leading Member Services through state readiness of Centennial 2.0 (New Mexico’s Medicaid program) inclusive of service center, grievance and appeals, nurse advise, ombudsman and member portal • Successfully transitioned servicing needs of 85,000 United Healthcare members to Presbyterian while maintaining all key performance indicator commitments • Responsible for $15 million annual service center budget• Exceeded organizational Press Ganey employee results of 4.05 with a 4.26 for direct and indirect employees and 4.89 for direct only

Orlando, Florida Area

• Led a team of eight supervisors across three US locations supporting $694M in revenues (EBITA) vacation rental operation• Improved customer escalation resolution times from 13 to seven days• Reduced default annual losses by $31.5M. • Accomplished a record breaking year in 2017 exceeding all bench mark goals during six months versus the historical high of three• Created call strategies to offset industry trends impacting collection efforts. • Implemented security procedures for enterprise at-home work network to mitigate the risk of a security breech• Drove improvement in compliance standards to meet FDCPA/TCPA guidelines

Phoenix, Arizona Area

- Oversaw the outbound department to meet store and guest needs then partnered with other departments for 77 stores throughout the network - Increased transportation efficiency by maximizing load capacity to reduce costs - Developed up to 9 group leaders and 150 team members at one time - Partnered with headquarters to drive process improvements in distribution communication efforts - Communicated performance results and improvement plans to other group leaders and the general manager - Performed analysis, created action plans to support improvements and developed staff in quality, reliability, safety and productivity

Pueblo, Colorado Area

- Executed timeliness and accuracy of delivery to the stores and guests from the packing department - Provided training for all new group leaders in the packing department, was responsible for up to 31 direct reports and driving safety throughout the facility - Managed the shift personnel which included setting individual performance plans and communicated the results - Partnered with other departments and followed up with senior leadership

Pueblo, Colorado Area

- Handled all performance factors associated with multiple clients including quality of service to patients and communication to client representatives - Managed supervisors and developed action plans to improve service - Hired and fired personnel as needed which included start-up staffing for 32 supervisors and 850 entry level positions - Coordinated with training, facilities and quality control managers - Reduced costs through call management - Interacted with supervisory personnel on the performance of associates, patient and client interactions and with the VP in regards to performance

Orlando, Florida Area

- Was in charge of meeting all call center metrics such as speed of answer, average handle times, customer service quality goals and sales objectives - Handled execution of multiple site and company-wide projects including overall building communications, 3G rollout, 911 support and sales team - Communicated and followed up with supervisors, monitored calls and partnered with other members of leadership to create and drive performance improvements - Exceeded $56M in revenue in 2004 and 2005 - Motivated and developed up to 14 front line supervisors - Worked with the local union to obtain operators

Orlando, Florida Area

- Was responsible for up to 20 advocates to meet call center metrics such as sales, average handling time, quality, productivity and attendance - Assisted manager in creating presentations and training material for newly hired supervisors - Performed quality evaluations and coached to assist in achieving superior customer service - Trained and assisted with Sprint PCS to a center of 600 specialists